Attention Supply Officers, Disbursing Officers, Navy Cash Accountable Officers, Navy Cash Deputies Page 1 of 18 Please route immediately to the Supply Officer and Disbursing Officer NCSOPChangeNotice18-002CustomerServiceFaxNumberv3 4.3.2018 NAVY CASH ® SOP CHANGE NOTICE NAVSUP PUB 727 Navy Cash Fleet Support Groups NAVSUP Fleet Logistics Centers Norfolk San Diego Yokosuka Navy Cash SOP Change Notice 2018-002 3 April 2018 Subject: CHANGE IN FAX NUMBER FOR NAVY CASH CUSTOMER SERVICE CALL CENTERS Attention: Supply Officers / Disbursing Officers / Navy Cash Accountable Officers / Navy Cash Deputies 1. Background. As the overall operations manager for Navy Cash, the Federal Reserve Bank of Boston operates two customer service call centers. The Customer Service Center (CSC) is responsible for answering Navy Cash cardholder questions. For example, if a cardholder has a problem with a particular ATM transaction or debit card purchase ashore or suspects a fraudulent transaction or needs to report that his or her Navy Cash card has been lost or stolen and the Disbursing Officer is not available, the cardholder can contact the CSC. The Central Support Unit (CSU) is responsible for answering Disbursing and merchant questions and trouble calls about hardware, software, communications, operational, and cardholder issues. The CSU obtains basic information about a problem, resolving any issues that it can, and hands off any unresolved problems to the Navy Cash Technical Support (NCTS) team. The CSU assigns case numbers and provides problem tracking. This change notice lets Disbursing Officers (DOs) know about a change in the fax number associated with the Navy Cash customer service call centers. • The new fax number is (617) 619-8945. • The old fax number, (813) 533-5711, should no longer be used. 2. Disbursing Officer Action. Upon receipt of this Navy Cash SOP Change Notice, DOs must ensure procedures are in place to support ready access to the Navy Cash customer service call centers. 3. Official Change to Navy Cash SOP. This Navy Cash SOP Change Notice represents an official change to the Navy Cash SOP (NAVSUP PUB 727). Each DO / Navy Cash Accountable Officer shall retain a copy of all effective Navy Cash SOP Change Notices on file for inspection with the current version of the SOP (see list of effective Navy Cash SOP change notices immediately below). 4. List of Effective Navy Cash SOP Change Notices. Ver 1.15v2 All previous change notices have been incorporated into the current 1.15v2 version of the SOP 2017-006 Change in Phone Number Associated with Shipping Failed Equipment to Depot 2018-001 Electronic Receipts via Email for EFTs Initiated at Navy Cash Kiosks 2018-002 Change in Fax Number for Navy Cash Customer Service Call Centers 5. Points of Contact. If you have any questions, please contact: Hugh Chin at NAVSUP FLC Norfolk [email protected](757) 443-1189 DSN: 646-1189
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Attention Supply Officers, Disbursing Officers, Navy Cash Accountable Officers, Navy Cash Deputies
Page 1 of 18 Please route immediately to the Supply Officer and Disbursing Officer
Navy Cash Fleet Support Groups NAVSUP Fleet Logistics Centers Norfolk San Diego Yokosuka
Navy Cash SOP Change Notice 2018-002 3 April 2018
Subject: CHANGE IN FAX NUMBER FOR NAVY CASH CUSTOMER SERVICE CALL CENTERS Attention: Supply Officers / Disbursing Officers / Navy Cash Accountable Officers / Navy Cash Deputies
1. Background. As the overall operations manager for Navy Cash, the Federal Reserve Bank of Boston operates two customer service call centers. The Customer Service Center (CSC) is responsible for answering Navy Cash cardholder questions. For example, if a cardholder has a problem with a particular ATM transaction or debit card purchase ashore or suspects a fraudulent transaction or needs to report that his or her Navy Cash card has been lost or stolen and the Disbursing Officer is not available, the cardholder can contact the CSC.
The Central Support Unit (CSU) is responsible for answering Disbursing and merchant questions and trouble calls about hardware, software, communications, operational, and cardholder issues. The CSU obtains basic information about a problem, resolving any issues that it can, and hands off any unresolved problems to the Navy Cash Technical Support (NCTS) team. The CSU assigns case numbers and provides problem tracking.
This change notice lets Disbursing Officers (DOs) know about a change in the fax number associated with the Navy Cash customer service call centers.
• The new fax number is (617) 619-8945. • The old fax number, (813) 533-5711, should no longer be used.
2. Disbursing Officer Action. Upon receipt of this Navy Cash SOP Change Notice, DOs must ensure procedures are in place to support ready access to the Navy Cash customer service call centers. 3. Official Change to Navy Cash SOP. This Navy Cash SOP Change Notice represents an official change to the Navy Cash SOP (NAVSUP PUB 727). Each DO / Navy Cash Accountable Officer shall retain a copy of all effective Navy Cash SOP Change Notices on file for inspection with the current version of the SOP (see list of effective Navy Cash SOP change notices immediately below).
4. List of Effective Navy Cash SOP Change Notices. Ver 1.15v2
All previous change notices have been incorporated into the current 1.15v2 version of the SOP 2017-006 Change in Phone Number Associated with Shipping Failed Equipment to Depot 2018-001 Electronic Receipts via Email for EFTs Initiated at Navy Cash Kiosks 2018-002 Change in Fax Number for Navy Cash Customer Service Call Centers
5. Points of Contact. If you have any questions, please contact: Hugh Chin at NAVSUP FLC Norfolk
Andy Yager at NAVSUP FLC San Diego [email protected] (619) 556-6493 DSN: 526-6493
Eli Bolina at NAVSUP FLC Yokosuka [email protected] +81 (46) 816-7324 DSN: (315) 243-7324
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1.5 Corrective Maintenance (in version 1.15v2 of the Navy Cash SOP, associated with Navy Cash release v1.4.7+, under paragraph 1.5, insert new paragraph 1)
1. ORGANIZATIONAL LEVEL MAINTENANCE When Navy Cash experiences a hardware, software, or communications issue, the ship itself is responsible
for the initial efforts to troubleshoot, isolate, and correct the problem. This may require a coordinated effort from the Disbursing Officer, PSs, SHs, ITs, ETs, etc. NAVCYBERFOR, NAVSUP, PEO C4I and SSC ATLANTIC sent a coordinated message reiterating the responsibility of the ship’s ITs for supporting Navy Cash (SPAWARSYSCEN ATLANTIC CHARLESTON SC 231102Z Feb 16). Selected spares are available on board the ship to replace failed equipment. In general, if a device fails, the ship is responsible for installing a spare in its place. If unable to isolate the problem or effect the necessary repair, the ship is responsible for initiating a trouble call to the Navy Cash Central Support Unit (CSU) for technical assistance (see paragraph 8.14).
To contact CSU: 1 (866) 6NAVYCASH 1 (866) 662-8922 Website: www.navycash.com Email: [email protected] Fax: 1-617-619-8945 Ships are responsible for initiating a trouble call to CSU if additional support is required. CSU will assign a
case number and forward the call to technical support. All trouble calls, whether by phone or email, must be directed to CSU. Email trouble calls can include the appropriate Navy Cash technical support personnel as additional addees; however, support personnel cannot take action until a case number has been assigned.
The Navy Cash depot maintains replacement spares. The normal requirement for shipment of spare parts is the business day following receipt of the requirement; however, the depot is also required to provide a capability for emergency shipment of items in an expedited manner the same business day.
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1.6 Standard Operating Procedure (in version 1.15v2 of the Navy Cash SOP, associated with Navy Cash release v1.4.7+, under paragraph 1.6 and paragraph 4, insert new paragraph n)
n. System Support Hotline Number/Customer Service: For Cardholders:
2.3.2 Messages (in version 1.15v2 of the Navy Cash SOP, associated with Navy Cash release v1.4.7+, under paragraph 2.3.2 and paragraph b, insert new paragraph (4)(b))
(b) If the problem persists, contact the CSU at 1-866-6NAVYCASH / 1-866-662-8922, [email protected], www.navycash.com, or Fax 1-617-619-8945.
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2.3.5 CAD Maintenance and Set Up (in version 1.15v2 of the Navy Cash SOP, associated with Navy Cash release v1.4.7+, under paragraph 2.3.5, insert new paragraph e)
e. Technical Support. Should technical support be required, contact the Central Support Unit (CSU) at 1-866-6NAVYCASH (1-866-662-8922), [email protected], www.navycash.com, or Fax 1-617-619-8945.
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2.4.5 General Maintenance and Troubleshooting (in version 1.15v2 of the Navy Cash SOP, associated with Navy Cash release v1.4.7+, under paragraph 2.4.5, insert new paragraph h)
h. Technical Support. Should technical support be required, contact the Central Support Unit (CSU) at 1-866-6NAVYCASH (1-866-662-8922), [email protected], www.navycash.com, or Fax 1-617-619-8945.
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2.4.6 General Maintenance and Troubleshooting (in version 1.15v2 of the Navy Cash SOP, associated with Navy Cash release v1.4.7+, under paragraph 2.4.6, insert new paragraph b)
b. Technical Support. Should technical support be required, contact the Central Support Unit (CSU) at 1-866-6NAVYCASH (1-866-662-8922), [email protected], www.navycash.com, or Fax 1-617-619-8945.
8.14.1 Customer Service Call Centers (in version 1.15v2 of the Navy Cash SOP, associated with Navy Cash release v1.4.7+, insert new paragraphs a and b)
a. Cardholder Support. The CSC is responsible for answering Navy Cash cardholder questions. For example, if there is a question about a particular transaction or if a card needs to be reported as lost or stolen and the Disbursing Officer is not available (e.g., after hours in a liberty port), the cardholder contacts the CSC. The phone number and website address listed below for the CSC are printed on the back of the Navy Cash card.
Navy Cash Customer Service Center (CSC): Phone: 1-866-3NAVYCASH 1-866-362-8922 Website: www.navycash.com email address: [email protected] Fax: 1-617-619-8945
b. Disbursing Office / Merchant Support. The CSU is responsible for answering Disbursing Office and merchant questions.
Navy Cash Central Support Unit (CSU): Phone: 1-866-6NAVYCASH 1-866-662-8922 Website: www.navycash.com email address: [email protected] Fax: 1-617-619-8945
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7.8.7 Navy Cash Trouble Call Worksheet ((in version 1.15v2, associated with v1.4.7+, insert new Trouble Call Worksheet (two following pages))
8.15.26 Navy Cash Trouble Call Worksheet ((in version 1.15v2, associated with v1.4.7+, insert new Trouble Call Worksheet (two following pages))
Trouble Call Worksheet v13.docx 20-Mar-18
NAVY CASH TROUBLE CALL WORKSHEET Please be prepared to provide the information below to the Central Support Unit (CSU)
Retain form as your Trouble Call Log
CENTRAL SUPPORT UNIT (CSU) Phone: (866) 6NAVYCASH (866) 662-8922 E-Mail: [email protected] Fax: (617) 619-8945 Web Site: www.navycash.com
OTCnet Paper Check Conversion
OTCnet CUSTOMER SERVICE TEAM (866) 945-7920 (302) 323-3159 DSN: (510) 428-6824
SAN DIEGO: (619) 556-5725/5733 PEARL HARBOR: (808) 473-7519 YOKOSUKA: 011-8146-816-7965 NORFOLK: (757) 443-2522 MAYPORT: (904) 270-7178
SHIP NAME
DATE OF CALL
TIME OF CALL
SHIP LOCATION / PORT (AND COUNTRY IF DEPLOYED)
CASE NUMBER (obtained from CSU)
NAME OF CSU REPRESENTATIVE
CALLER NAME
RANK/RATE
PHONE
E-MAIL ADDRESS
POINTS OF CONTACT SO TECHNICAL OR FIELD SUPPORT REPRESENTATIVE CAN CONTACT SHIP IF REQUIRED
LOCATION NAME RANK/RATE PHONE E-MAIL ADDRESS
DISBURSING OFFICE
SALES OFFICE
SUPPLY OFFICE
EMO/ADP OFFICE
QUARTERDECK
IF A HARDWARE PROBLEM, IDENTIFY SPECIFIC EQUIPMENT, MODEL NUMBER, AND SERIAL NUMBER
SERVER: SWITCH: KIOSK:
WORKSTATION: UPS: POS DEVICE:
DISPLAY: KVM SWITCH: CAD (VENDING):
LAPTOP:
OTHER: ROM: OTCnet SCANNER:
Trouble Call Worksheet v13.docx 20-Mar-18
DESCRIBE THE NATURE OF THE HARDWARE, SOFTWARE, COMMUNICATIONS, OR OPERATIONAL PROBLEM (include any error messages or error codes if possible—attach any printouts or screen prints as needed)
DESCRIBE ANY TROUBLESHOOTING STEPS YOU HAVE ALREADY TRIED (include references you used in troubleshooting the problem, e.g., SOP, SYS ADMIN Manual, Maintenance CD, MRC, system log files reviewed—attach any log file printouts or screen prints as needed)
SHIPPING INFORMATION
When directed to return failed equipment via traceable means to the Navy Cash depot (POSs or CADs with stuck transactions are sent to Gemalto Cogent), record the tracking number and date shipped below. With all Navy Cash equipment returns, remember to include a copy of this Trouble Call Worksheet annotated with the case number assigned by the CSU, the equipment serial number, POC with e-mail address and phone number, and a return address to get equipment back to ship (recommend providing address for ship’s LSR). For POSs or CADs with stuck transactions, include the number of transactions on the device and the estimated dollar value of the transactions so the device can be properly insured for the return shipment.
SHIPPING ADDRESS NAVY CASH DEPOT Engility Corporation ATTN: Navy Cash Depot 7580 Metropolitan Drive, Suite 207 San Diego, CA 92108 Phone: (619) 881-5408 (Shipment related issues only)
SHIPPING ADDRESS GEMALTO COGENT Gemalto Cogent ATTN: Ryan Settle, Navy Cash Equipment Return 3300 Acorn Street Williamsburg, VA 23188 Phone: (757) 564-4604 (Shipment related issues only)
TRACEABLE TRACKING NUMBER DATE SHIPPED
NAME OF POINT OF CONTACT E-MAIL ADDRESS PHONE NUMBER
RETURN ADDRESS (recommend providing address for ship’s Logistics Support Representative (LSR) at the Logistics Support Center (LSC))
CITY STATE ZIP CODE
NUMBER OF TRANSACTIONS (for POSs OR CADs with stuck transactions) ESTIMATED DOLLAR VALUE (for stuck transactions)
Appendix I Disputing Fraudulent or Erroneous Transactions
(in version 1.15v2 of the Navy Cash SOP, associated with Navy Cash release v1.4.7+, insert new paragraphs 2 and 5 and new Fraud Transaction Dispute Form and Non-Fraud Transaction Dispute Form
2. In the event of a suspected fraudulent transaction with a Navy Cash card, cardholders should stop using their card and immediately notify the Customer Service Center (CSC). In the event of an erroneous transaction, cardholders should notify the CSC. Phone: 1 866 3NAVY CASH 1 866 362-8922 Website: www.navycash.com Email: [email protected] Fax: 1-617-619-8945
5. Once completed, the appropriate form must be faxed or mailed to the Treasury Agent’s customer service facility in Tampa, Florida. Address: FRB-TCC Attention: Disputes 3913 Riga Blvd Tampa, FL 33619 Fax: 1-617-619-8945
Appendix T Guidelines for Fraud Risk and Liabilities
(in version 1.15v2 of the Navy Cash SOP, associated with Navy Cash release v1.4.7+, under paragraph 1.a.(1), insert new paragraphs (a) and (b), and, under paragraph 1.a.(4)(a), insert new Table T-2. Summary of Cardholder Actions)
(a) Actions. A cardholder who suspects someone made, or may make, an unauthorized ATM withdrawal or a PIN-based or signature-based purchase ashore using their Navy Cash card open-loop account without permission must notify the Treasury Agent AT ONCE, either by requesting their Disbursing Office contact the CSC immediately or by calling the CSC directly. The CSC will open a case in the ticketing system and forward the case to the Treasury Agent’s transactions processor. Similarly, a cardholder who believes their Navy Cash card has been lost or stolen must notify the Treasury Agent AT ONCE, either by requesting their Disbursing Office contact the CSC immediately or by calling the CSC directly so they can assign a case tracking number. In both cases, a telephone call is the preferred way to notify the CSC, but email notification is also acceptable.
If the Disbursing Office or cardholder elects to notify the CSC via email, they must restrict the Personally Identifiable Information (PII) they provide in the email. They should simply state either that they believe the card has been lost or stolen or that someone has transferred, or may transfer, money from the account without permission. They should include only the name, email address, and last four digits of the SSN to help the CSC in identifying the correct Navy Cash cardholder account and in responding to their email. They should also “cc” the Disbursing Officer on the email they send to the CSC. A cardholder’s full SSN, Mastercard number, or PIN should never be included in an email to the CSC. Phone: 1 866 3NAVY CASH (also printed on the back of the Navy Cash card) 1 (866) 362-8922 email: [email protected] Fax: 1-617-619-8945
(b) Dispute Form. To dispute a fraudulent or erroneous transaction, an individual must fill out, sign, and date a dispute form. There are two separate dispute forms, the Fraud Transaction Dispute Form and the Non-Fraud Transaction Dispute Form. The Disbursing Officer can provide a cardholder the appropriate form. The form must then be faxed or mailed to Treasury Agent’s customer service facility in Tampa, Florida. Copies of the two dispute forms are included at Appendix I. Address: FRB-TCC Attention: Disputes 3913 Riga Blvd Tampa, FL 33619 Fax: 1-617-619-8945
PNC NAVY CASH COMPANY CODE For use when submitting DD 139 to the Personnel Office to have
“DS01” indebtedness posted to the member’s military pay account
D411179
RETURNING FAILED EQUIPMENT Contact the CSU First to Open a Case
SHIPPING ADDRESS / CERTIFIED MAILING ADDRESS NAVY CASH DEPOT Engility Corporation Attention: Navy Cash Depot 7580 Metropolitan Drive, Suite 207 San Diego, CA 92108 Phone: (619) 881-5408 (Shipment related issues only)
SHIPPING ADDRESS GEMALTO COGENT For Returning Failed CADs and POSs with Stuck Transactions
Gemalto Cogent Attention: Ryan Settle, Navy Cash Equipment Return 3300 Acorn Street Williamsburg, VA 23188 Phone: (757) 564-4604 (Shipment related issues only)
